Dr. WANG Cheng is an Associate Professor of Marketing at ZIBS, Prior to joining ZIBS, he has worked at Newcastle University, Durham University, and Xi’an Jiaotong-Liverpool University. Within the area of service marketing and management, his research interests are focused on consumer acceptance and adoption of service technology. He has published in the Journal of the Academy of Marketing Science, Journal of Service Research, among others.
Education
07/2012, PhD in Marketing, University of New South Wales
01/2007, MPhil in Marketing, University of New South Wales
07/2004, BM in Marketing, Fudan University
Work Experience
09/2021 – Present, Associate Professor of Marketing, Zhejiang University
08/2015 – 08/2021, Assistant Professor of Marketing, Xi’an Jiaotong-Liverpool University
10/2013 – 08/2015, Lecturer in Marketing, Durham University
10/2012 – 10/2013, Lecturer in Marketing, Newcastle University
Work Experience
09/2021 – Present, Associate Professor of Marketing, Zhejiang University
08/2015 – 08/2021, Assistant Professor of Marketing, Xi’an Jiaotong-Liverpool University
10/2013 – 08/2015, Lecturer in Marketing, Durham University
10/2012 – 10/2013, Lecturer in Marketing, Newcastle University
Publications
Journal Articles
Markus Blut, Cheng Wang, Nancy V. Wünderlich, and Christian Brock (2021), “Understanding Anthropomorphism in Service Provision: A Meta-Analysis of Physical Robots, Chatbots, and Other AI”, Journal of the Academy of Marketing Science, 49 (4), 632-658.
Markus Blut and Cheng Wang (2020), “Technology Readiness: A Meta-Analysis of Conceptualizations of the Construct and Its Impact on Technology Usage”, Journal of the Academy of Marketing Science, 48 (4), 649-669.
Cheng Wang (2017), “Consumer Acceptance of Self-Service Technologies: An Ability-Willingness Model”, International Journal of Market Research, 59 (6), 787-802.
Cheng Wang, Jennifer Harris, and Paul Patterson (2017), “Modeling the Habit of Self-Service Technology Usage”, Australian Journal of Management, 42 (3), 462-481.
Markus Blut, Cheng Wang, and Klaus Schoefer (2016), “Factors Influencing the Acceptance of Self-Service Technologies: A Meta-Analysis”, Journal of Service Research, 19 (4), 396-416.
Cheng Wang, Jennifer Harris, and Paul Patterson (2013), “The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technology: A Longitudinal Study”, Journal of Service Research, 16 (3), 400-414.
Cheng Wang, Jennifer Harris, and Paul Patterson (2012), “Customer Choice of Self-Service Technology: The Roles of Situational Influences and Past Experience”, Journal of Service Management, 23 (1), 54-78.
Conference Papers
Wenting Zhang and Cheng Wang (2020), “Customer Forgiveness Following Service Failure and Recovery”, the 49th European Marketing Academy Conference, Budapest, Hungary.
Bojing Cao and Cheng Wang (2018), “The Elderly’s Acceptance of Healthcare Self-Service Technologies”, the 2018 ANZMAC Conference, Adelaide, Australia.
Qingwei Du and Cheng Wang (2017), “Impact of Content Features on Social Media Engagement”, the 2017 ANZMAC Conference, Melbourne, Australia.
Cheng Wang (2016), “Consumer Acceptance of Self-Service Technologies: An Ability-Willingness Model”, the 2016 ANZMAC Conference, Christchurch, New Zealand.
Qunchao Li and Cheng Wang (2015), “Product Placement Efficacy in Television Drama: The Roles of Presentation Modes and Brand Familiarity”, the 2015 ANZMAC Conference, Sydney, Australia.
Youyou Jing and Cheng Wang (2015), “The Effectiveness of Different Types of Spokesperson in Hedonic vs. Utilitarian Service Advertising”, the 14th International Research Symposium on Service Excellence in Management, Shanghai, China.
Cheng Wang (2014), “Customer Recovery from Self-Service Failure: An Attribution-Emotion Model”, the 23rd Frontiers in Service Conference, Miami, USA.
Cheng Wang and Qin Zhang (2014), “Controllable Antecedents to Boosting Word-of-Mouth on Social Media: Empirical Evidence from Twitter”, the 43rd European Marketing Academy Conference, Valencia, Spain.
Cheng Wang, Jennifer Harris, and Paul Patterson (2013), “Modeling Habit Formation in a Self-Service Technology (SST) Usage Context”, the 22nd Frontiers in Service Conference, Taipei, Taiwan.
Cheng Wang, Jennifer Harris, and Paul Patterson (2009), “Situational Influences in the Choice of Self-Service in a Multi-Channel Retail Context”, the 2009 ANZMAC Conference, Melbourne, Australia.
Cheng Wang, Jennifer Harris, and Paul Patterson (2007), “An Integrated Model of Intentions to Adopt Self-Service Technologies (SSTs): The Moderating Effects of Personality Traits”, the 2007 ANZMAC Conference, Dunedin, New Zealand.
Jennifer Harris and Cheng Wang (2006), “A Contingency Model of the Satisfaction Formation Process: Empirical Evidence from China’s Mobile Phone Services”, the 2006 ANZMAC Conference, Brisbane, Australia.
Research Papers
Journal Articles
Markus Blut, Cheng Wang, Nancy V. Wünderlich, and Christian Brock (2021), “Understanding Anthropomorphism in Service Provision: A Meta-Analysis of Physical Robots, Chatbots, and Other AI”, Journal of the Academy of Marketing Science, 49 (4), 632-658.
Markus Blut and Cheng Wang (2020), “Technology Readiness: A Meta-Analysis of Conceptualizations of the Construct and Its Impact on Technology Usage”, Journal of the Academy of Marketing Science, 48 (4), 649-669.
Cheng Wang (2017), “Consumer Acceptance of Self-Service Technologies: An Ability-Willingness Model”, International Journal of Market Research, 59 (6), 787-802.
Cheng Wang, Jennifer Harris, and Paul Patterson (2017), “Modeling the Habit of Self-Service Technology Usage”, Australian Journal of Management, 42 (3), 462-481.
Markus Blut, Cheng Wang, and Klaus Schoefer (2016), “Factors Influencing the Acceptance of Self-Service Technologies: A Meta-Analysis”, Journal of Service Research, 19 (4), 396-416.
Cheng Wang, Jennifer Harris, and Paul Patterson (2013), “The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technology: A Longitudinal Study”, Journal of Service Research, 16 (3), 400-414.
Cheng Wang, Jennifer Harris, and Paul Patterson (2012), “Customer Choice of Self-Service Technology: The Roles of Situational Influences and Past Experience”, Journal of Service Management, 23 (1), 54-78.
Conference Papers
Wenting Zhang and Cheng Wang (2020), “Customer Forgiveness Following Service Failure and Recovery”, the 49th European Marketing Academy Conference, Budapest, Hungary.
Bojing Cao and Cheng Wang (2018), “The Elderly’s Acceptance of Healthcare Self-Service Technologies”, the 2018 ANZMAC Conference, Adelaide, Australia.
Qingwei Du and Cheng Wang (2017), “Impact of Content Features on Social Media Engagement”, the 2017 ANZMAC Conference, Melbourne, Australia.
Cheng Wang (2016), “Consumer Acceptance of Self-Service Technologies: An Ability-Willingness Model”, the 2016 ANZMAC Conference, Christchurch, New Zealand.
Qunchao Li and Cheng Wang (2015), “Product Placement Efficacy in Television Drama: The Roles of Presentation Modes and Brand Familiarity”, the 2015 ANZMAC Conference, Sydney, Australia.
Youyou Jing and Cheng Wang (2015), “The Effectiveness of Different Types of Spokesperson in Hedonic vs. Utilitarian Service Advertising”, the 14th International Research Symposium on Service Excellence in Management, Shanghai, China.
Cheng Wang (2014), “Customer Recovery from Self-Service Failure: An Attribution-Emotion Model”, the 23rd Frontiers in Service Conference, Miami, USA.
Cheng Wang and Qin Zhang (2014), “Controllable Antecedents to Boosting Word-of-Mouth on Social Media: Empirical Evidence from Twitter”, the 43rd European Marketing Academy Conference, Valencia, Spain.
Cheng Wang, Jennifer Harris, and Paul Patterson (2013), “Modeling Habit Formation in a Self-Service Technology (SST) Usage Context”, the 22nd Frontiers in Service Conference, Taipei, Taiwan.
Cheng Wang, Jennifer Harris, and Paul Patterson (2009), “Situational Influences in the Choice of Self-Service in a Multi-Channel Retail Context”, the 2009 ANZMAC Conference, Melbourne, Australia.
Cheng Wang, Jennifer Harris, and Paul Patterson (2007), “An Integrated Model of Intentions to Adopt Self-Service Technologies (SSTs): The Moderating Effects of Personality Traits”, the 2007 ANZMAC Conference, Dunedin, New Zealand.
Jennifer Harris and Cheng Wang (2006), “A Contingency Model of the Satisfaction Formation Process: Empirical Evidence from China’s Mobile Phone Services”, the 2006 ANZMAC Conference, Brisbane, Australia.
Research Grants
08/2019, National Research Grant – NSFC General Program Fund
08/2018, National Research Grant – NSFC Young Scientists Fund
07/2018, University Research Fund at Xi’an Jiaotong-Liverpool University
10/2015, School Research Fund at Xi’an Jiaotong-Liverpool University
01/2013, School Research Fund at Newcastle University
Research Fund
08/2019, National Research Grant – NSFC General Program Fund
08/2018, National Research Grant – NSFC Young Scientists Fund
07/2018, University Research Fund at Xi’an Jiaotong-Liverpool University
10/2015, School Research Fund at Xi’an Jiaotong-Liverpool University
01/2013, School Research Fund at Newcastle University
Research Interests
Service marketing and management
IT-related service innovation and adoption
Teaching Courses
Marketing Fundamentals
Marketing Management
International Marketing
Marketing in China
Awards & Honors
12/2019, Research Excellence Award, International Business School Suzhou, Xi’an Jiaotong-Liverpool University
10/2017, Dean’s Award on Research Excellence, International Business School Suzhou, Xi’an Jiaotong-Liverpool University
06/2017, Journal of Service Research “Best Article” Award
02/2009, Honorable Mention Award in the Fisher IMS & AMA SERVSIG Dissertation Proposal Competition
Awards & Honors
12/2019, Research Excellence Award, International Business School Suzhou, Xi’an Jiaotong-Liverpool University
10/2017, Dean’s Award on Research Excellence, International Business School Suzhou, Xi’an Jiaotong-Liverpool University
06/2017, Journal of Service Research “Best Article” Award
02/2009, Honorable Mention Award in the Fisher IMS & AMA SERVSIG Dissertation Proposal Competition
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Room 349, ZIBS Building
+86 (0)573-87572691
chengwang@intl.zju.edu.cn
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